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Fauzan, Zahran
Universitas Sultan Ageng Tirtayasa
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Mechanical Engineering Transportation

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A comparative study on e-wallet user perceptions: Pre- and post-COVID-19 analysis using e-SERVQUAL Wahyuni, Nuraida; Fauzan, Zahran; Gunawan, Akbar; Anggraeni, Shanti Kirana; Febianti, Evi; Ekawati, Ratna
Journal Industrial Servicess Vol 9, No 1 (2023): April 2023
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36055/jiss.v9i1.19060

Abstract

The use of e-wallets in Indonesia has been developing since their emergence in 2011. The circulation of electronic money has been increasing, particularly in urban areas, due to the rising digital literacy of people. However, there was a significant increase during the Covid period when restrictions were imposed on community activities to prevent the spread of the virus. During this period, the circulation of electronic money more than doubled from the previous year. The perception of e-wallet users is crucial as it provides valuable information about their expectations and preferences. This information helps e-wallet providers determine whether their products or services meet the users' expectations. The e-SERVQUAL method is used to measure e-wallet user perceptions, which evaluates the quality of electronic services provided by companies through electronic media. Therefore, this study aims to investigate whether there is a significant difference in e-wallet user perceptions using e-SERVQUAL before and after the Covid period. The survey method was used in this study. The results showed a significant difference between users' perceptions before and after the Covid period with a significance value below 0.05.
Co-Authors Anggraeni, Shanti Kirana Febianti, Evi Gunawan, Akbar Ratna Ekawati Wahyuni, Nuraida